Head of Customer Success

Teamwork.com's mission is to make teams who deliver client work become efficient, organised, profitable and happy! Our platform has revolutionised how companies manage their daily workflows for improved automation, productivity, and profitability. It acts as the ‘one-stop-shop’ practice management solution enabling our customers to track, manage, and invoice their projects. Our relentless customer-focus has been rewarded with thousands of amazing customers all across the globe and millions of users who sign in every day. We pride ourselves on creating market leading software, working with outstanding people, and going above and beyond for our customers. Trusted by more than 20,000 teams across 170 countries, Teamwork is in acceleration mode as we set our sights to become the undisputed Project Management platform for teams who deliver client work.

We believe in hiring great people and look to ensure everyone has the best possible experience of work, everyday. We strive to be open and transparent, humble and customer focused. And we thrive on curiosity, getting results and working together relentlessly to deliver excellence. We are a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them. Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. More than anything we embrace a straightforward approach to getting things done. We are fanatical about our customers: and when talent meets passion, success happens.

This is a remote-friendly role based in Ireland. We have an office in Cork, where you will be expected to travel to a number of times a year for Team meetings, planning etc.

The Opportunity

We’re seeking an experienced Head of Customer Success to lead our global customer success organisation, reporting directly to the Head of Business Strategy. This role will be pivotal in defining and executing customer success strategies to enhance customer satisfaction, drive adoption, reduce churn, and increase net dollar retention (NDR). You’ll focus on driving positive customer outcomes, product adoption, and exceptional customer experiences to increase customer lifetime value and influence expansion. You will also provide leadership, vision, and tactical direction to Customer Success Managers (CSMs) and team leads, while collaborating cross-functionally to ensure a seamless and value-driven customer experience.

In this position, you will:

• Set and Drive the Customer Success Vision: Establish a scalable customer success strategy that aligns with Teamwork’s objectives and customer-centric focus. Lead initiatives that promote customer engagement, satisfaction, and retention across all customer segments. This will include a mix of digital and human-assisted programs, leveraging a shared services model and integrating processes, content, and data to/from other departments (e.g., Marketing, Sales, Product/Engineering).
• Build and Scale a High-Performing Team: Recruit, mentor, and develop a world-class customer success team, ensuring that CSMs and team leads are enabled and empowered to deliver value and build strong, lasting customer relationships. Implement effective onboarding, training, and development programs.
• Drive Adoption and Ensure Year 1 Success: Lead initiatives that ensure successful onboarding and year-one adoption milestones are met, setting the stage for long-term customer value and driving timely renewal cycles.
• Lead Account Strategy and Portfolio Management: Define and implement tiered engagement strategies and success plans to drive product adoption, maximise customer ROI, and foster customer advocacy. Develop playbooks and frameworks to support various customer profiles, from high-touch to tech-touch.
• Collaborate Cross-Functionally: Serve as a strategic liaison with Finance, Product, Sales, and Marketing teams to align on renewals, product roadmap priorities, share customer feedback, and promote customer-driven innovation. Advocate for customers by presenting data-driven insights to enhance our product offerings.
• Establish Data-Driven Operational Excellence: Drive consistent use of data and insights to measure customer health, adoption rates, and overall team performance. Optimise workflows and reporting processes to enable scalable growth and continuous improvement.
• Foster a Customer-Centric Culture: Lead by example to promote a customer-first mindset across the company. Guide your teams to proactively address customer needs, identify champions and advocates, and drive customer success initiatives that result in measurable impact.
• Manage Escalations and Drive Retention: Take ownership of escalated accounts, guiding teams in formulating action plans to address at-risk accounts and manage customer escalations with a thoughtful, solutions-oriented approach. Lead initiatives to reduce churn and increase customer lifetime value.

• 5+ years in Customer Success with at least 3 years in a leadership role managing large or global teams, ideally within a SaaS or B2B software environment.
• Proven Strategic Leader: Experience crafting and executing customer success strategies that align with business goals and foster long-term customer relationships.
• Strong Customer Advocate: Deep understanding of customer journey mapping and the ability to translate customer feedback into actionable business insights.
• Data-Driven and Analytical: Proficiency in leveraging data to guide decisions, measure customer health, and inform cross-functional improvements. Experience with CS tools (e.g., ChurnZero, Gainsight) and dashboards to analyze trends and drive results.
• Exceptional Communication and Influence Skills: Skilled in engaging stakeholders across all levels, from executives to customers, to drive alignment and ensure customer-centric decision-making.
• Collaborative and Cross-Functional Leader: Demonstrated success in working closely with Sales, Product, and Marketing to create cohesive strategies and operational improvements that benefit both customers and the business.
• Change Management Expertise: Adept at navigating and thriving in fast-paced, high-growth organisations. Skilled at bringing structure and clarity to ambiguous or chaotic situations, creating scalable processes that balance immediate needs with long-term goals. Demonstrates resilience, adaptability, and the ability to prioritize effectively in the face of competing demands. Excels at maintaining focus and driving progress amid rapid change and uncertainty, while empowering teams to do the same.

Customer-Centric and Results-Oriented: Passionate about customer success, with a track record of delivering results that enhance customer value, reduce churn, and promote advocacy.

• Employee Share Options (ESOP) — we mean what we say when we say, “act like an owner”!
• Competitive salary & OTE (as applicable)
• 30 days vacation from day 1
• Pension benefit (specific to region)
• Health plans and wellbeing programs
• Give Back program
• Ministry of Happiness social club 
• Educational resources and generous allowance to support development
• Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working 
• Recognition programs

Teamwork is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, or national origin.